Improving Customer Service in the Age of Digital Disruption

Melissa O'Brien is IDC's Research Analyst for Worldwide Contact Center Services and part of the Outsourcing and Offshore Services team. Ms. O'Brien's research covers customer care BPO including hosted contact center services and home-based agent services.
Prior to joining IDC, Ms. O'Brien was the Implementation and Client Services Manager at PSG Global Solutions, an outsourced recruiting services business for the U.S. staffing industry. As the initial resource for training and client services, she established many of the processes that the company used to take the business from a start-up to 200-plus employees, including development and delivery of the original training program to PSG Global's first group of trainees in their Manila, Philippines office. Ms. O'Brien's work with PSG Global Solutions began by way of her previous role as Recruiting Manager at the affiliated Professional Staffing Group, a Boston based staffing agency.
Ms. O'Brien graduated cum laude from the University of New Hampshire with a BA in English and Communication, and is a member of the Phi Beta Kappa honor society.

Neal Keene

Vice President of Industry Solutions

Thunderhead

Neal Keene

Neal Keene is Vice President of Industry Solutions for Thunderhead, responsible for defining and leading solutions strategy and development. He has more than 20 years of experience helping clients develop and deliver successful customer engagement strategies in the financial services, insurance and healthcare sectors.

Peggy Bresnick Kendler

Contributing Editor

Bank Systems & Technology

Peggy Bresnick Kendler

Peggy Bresnick Kendler has been a professional writer for the past 30 years. She has worked as an editor, publicist and school district technology coordinator. During the past decade, Peggy has worked on special UBM TechWeb financial services technology-centered projects on behalf of companies that represent some of the most prominent names in the insurance, banking, and capital markets technology fields.
Peggy has written a recurring department featured in Insurance & Technology since 1996, and she has produced a recurring department for Bank Systems & Technology since 2003.

The growth of mobile and digital channels is reshaping customer service organizations as financial service companies adapt to improve customer experience while ensuring regulatory compliance and improving operational efficiency. From email to the call center to social media, customers expect high quality service in their channels of choice and firms must be prepared to deliver.

Financial services firms have four key opportunities to improve customer service engagement through:

Customer Self Service – Customers look to digital channels to manage their accounts in real-time. Financial organizations must enable processes that allow customers to request and fulfil common activities without having to engage call center or branch personnel.

Employee customer service excellence – Whether in the branch, customer call center or any channel, employees must be able to meet customer needs in real-time and ensure a great customer experience. Firms must empower their employees to produce relevant, personalized communications, across all channels.

Operational Efficiencies – Often, firms have multiple systems responsible for creating and sending customer communications that include emails, statements and other correspondence. In many cases these disparate silos include outsourced systems supported by third party service bureaus. Financial firms can improve efficiency and reduce costs by centralizing and automating customer engagement across all digital and offline channels through a single enterprise platform.

Regulatory Compliance – As the need to engage effectively across channels grows and with new regulations being updated daily, financial firms must ensure compliance in communications. It’s essential that all customer communications across channels are on-brand, properly controlled and compliant.

Join us for this 60-minute webinar to learn more about the rapidly-changing trends in customer needs and demands, and to learn how financial enterprises can meet these requirements while shifting their focus from simply managing channels to providing meaningful customer experiences and on developing relationships. In addition, during this webinar, you'll find out how financial services firms can re-engineer their communications delivery to drive customer engagement, lower operational costs and meet regulatory mandates.